Administrator L3

Wipro • Boston, MA

4d

About The Position

The Administrator L3 resolves priority incident tickets and service requests while contributing to incident analysis, change request preparation, and continuous service improvement. The role includes triaging high-priority incidents, resolving priority incidents within defined SLAs, fulfilling software, hardware, and network service requests, monitoring SLA timelines, executing approved changes, and supporting root cause analysis and service improvement plans.

The expected compensation ranges from $45,000 to $110,000. Final compensation depends on factors including geographical location, minimum wage obligations, skills, and relevant experience. The role is eligible for Wipro's standard benefits, including medical and dental benefits options, disability insurance, paid time off inclusive of sick leave, and other paid and unpaid leave options. Employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.

Requirements

• 3–5 years of experience.
• Mandatory skill: Desktop Support.

Responsibilities

• Perform initial triage for high-priority P2 incident tickets that may affect one or more processes.
• Resolve priority P3 incident tickets within defined SLAs.
• Log incidents and document observations and related root causes to support evaluation of mitigation measures.
• Fulfil software, hardware, and network service requests within agreed timelines while meeting SLAs and maintaining quality and accuracy.
• Monitor SLA timelines throughout the lifecycle of high-priority P2 incident tickets.
• Escalate issues as needed and participate in weekly or monthly service review meetings with clients and internal teams.
• Create change requests according to incident ticket priority and defined guidelines.
• Present changes for approval in change approval meetings, including rollback plans.
• Execute approved changes and document post-implementation outcomes.
• Analyze incidents to support root cause analysis and service improvement plans.
• Contribute to mitigation actions that reduce repeat incidents by identifying patterns in reported issues.

Benefits

• Medical benefits options
• Dental benefits options
• Disability insurance
• Paid time off, inclusive of sick leave
• Other paid and unpaid leave options

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed